Overview

With the 2025/26 GP contract, practices must balance improving access while managing realistic patient expectations. Many patients expect immediate appointments, but understanding the new systems and triage processes will help reduce frustration and improve patient satisfaction. 

Key Messages for Patients

1. Appointments are prioritised based on clinical need, not first-come, first-served.
   
2. Online requests help ensure fairer distribution of appointments.
   
3. Continuity of care will be prioritised for those who benefit most, but not always guaranteed.
   
4. Same-day appointments are available for urgent cases, but routine care may require a wait.
   

Action Points:

1. Educate patients on how triage works to reduce misunderstandings.
   
2. Ensure patients understand the different appointment types available.
   
3. Provide clear and honest communication about waiting times and demand.
   

Steps to Manage Patient Expectations Effectively

1. Explain How Appointments Are Prioritised

1. Urgent cases are prioritised based on clinical need.
   
2. Routine appointments may be scheduled further in advance to ensure fair access.
   
3. Online request systems help direct patients to the right service more efficiently.
   

Checklist:

1. Display posters in the waiting area explaining appointment priorities.
   
2. Include triage guidance on your practice website.
   
3. Ensure staff can confidently explain how appointments are allocated.
   

2. Set Realistic Waiting Time Expectations

1. Routine GP appointments may require a longer wait depending on demand.
   
2. Urgent appointments will be available for same-day cases, but may not be with the patient’s usual GP.
   
3. Patients with long-term conditions will benefit from continuity of care, but may still experience delays.
   

Checklist:

1. Publish average wait times for routine and urgent care on the practice website.
   
2. Send SMS or email updates for long wait times where appropriate
   
3. Train staff to provide consistent messaging on expected availability.
   

​3. Improve Patient Understanding of Alternative Services

1. Pharmacists can provide treatment for minor ailments without a GP appointment.
   
2. NHS 111 can provide urgent medical advice and referrals.
   
3. Online consultations may be available for routine queries or medication reviews.
   

Checklist:

1. Provide clear signposting for pharmacy, 111, and online services.
   
2. Ensure receptionists and admin staff direct patients to the right service.
   
3. Use social media and practice newsletters to educate patients.
   

 4. Communicate the Benefits of Digital Access

1. Online requests allow patients to book at their convenience without waiting on hold.
   
2. Practices can triage more effectively, ensuring urgent cases are prioritised.
   
3. Patients who need continuity of care can be allocated the right GP sooner.
   

Checklist:

1. Create step-by-step guides on how to use online appointment booking.
   
2. Display infographics in the practice to encourage digital uptake.
   
3. Offer support for patients unfamiliar with online systems.
   

Next Steps & Deadlines

1. Immediately: Update patient-facing materials on GP access and appointment priorities.
   
2. Before October 2025: Ensure all staff are trained in patient expectation management.
   
3. Ongoing: Monitor feedback and adjust communication strategies.
   

Immediate Actions:

1. Update website and posters with information on appointment priorities.
   
2. Train reception and admin staff to communicate waiting times effectively.
   
3. Use patient engagement channels (SMS, social media) to reinforce messaging.
   

Clear and proactive communication will help manage expectations, reduce complaints, and improve patient satisfaction!